The Customer Experience Landscape 2021

Each year we review key trends for Customer Experience in the year ahead. In January 2020 we, like so many others, totally failed to predict the impact of the Coronavirus. Through the year, as the impact of the virus and lockdown measures became obvious, we shared research through a series of webinars that revealed the changing attitudes and behaviours of customers.

Now, with what we hope will be the last of these to concentrate on the pandemic, we outline the Customer Experience Landscape for 2021.

Stephen will look at trends and predictions for:

Customer behaviour

Customer personas

What matters to customers

How customer attitudes and behaviour link together

The CX hype trends that have strengthened or disappeared

How businesses should plan their journeys for success

What insight you need, and where.

Watch On Demand Now

Webinar host:

Stephen Hampshire

Client Manager @ TLF Research

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don’t have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Stephen has been with TLF Research for 16 years, and works with leading organisations across sectors to understand and improve their customer experience. Clients include Visa, Europe, nPower, RSA, Citibank, Parker Merchanting, RBS and SITA.